4.1.5 Work Orders and Project Management...................................................................................................
Service Requests
SR work orders are changes to normal operating configurations within the scope of service levels and
border list, and therefore do not require contractual changes.
These should be planned to enable proper coordination and use pre-authorized method statements or
project plans.
A cost assessment and a risk assessment is required to evaluate any associated impacts or risks and
mitigate against them. A fallback plan is necessary for services that cannot be completed successfully,
and downtimes should be minimized by coordinating to approved service windows.
The SR should be approved at appropriate governance level, based on agreed delegation of authorities
between the parties.
The results should be reviewed by the creator to analyze the desired effect. Final approval includes that
required documentation has been produced and recorded appropriately.
Change Requests
CR work orders are changes that affect the scope of service levels or border list, and therefore do require
contractual changes.
A business case and a risk assessment are required. The expected contractual effects should be
described, e.g. revised scope of services, increased/reduced site systems or border list updates.
The CR is approved at appropriate governance level, based on agreed delegation of authorities between
the parties. When the contract has been adjusted, a Service Request may be created and approved
accordingly.
The Work Order and project management process is aligned and integrated with the customer to ensure
efficiency and fit-for-purpose governance escalations.
4.1.6 Capacity Management and Optimization.................................................................................................
Capacity management and optimization aims to secure optimal usage and reliability of the site’s
provisioned capacity and performance. Therefore, it should analyze, manage and plan:
- Availability
- Resource and Energy use
- Financials
- Risks
- Quality
There is a strong relation between the level of redundancy, the provisioned and the used capacity.
Overloading the provisioned capacity leads to a loss of redundancy. This increases risks of failure, but not
necessarily to an actual failure.
To reduce resource and energy consumption, especially under part load conditions, only enough site
systems should be installed to provide sufficient capacity for a pre-agreed future period, e.g. 18 months.